{"id":2995759,"date":"2023-12-05T20:09:39","date_gmt":"2023-12-06T01:09:39","guid":{"rendered":"https:\/\/wordpress-1016567-4521551.cloudwaysapps.com\/plato-data\/many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds\/"},"modified":"2023-12-05T20:09:39","modified_gmt":"2023-12-06T01:09:39","slug":"many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds","status":"publish","type":"station","link":"https:\/\/platodata.io\/plato-data\/many-insurers-struggle-to-deliver-seamless-digital-experience-as-repair-cycle-times-rise-j-d-power-finds\/","title":{"rendered":"Many Insurers Struggle to Deliver Seamless Digital Experience as Repair Cycle Times Rise, J.D. Power Finds"},"content":{"rendered":"
\nAuto and Home Insurance Apps Become Key to Managing Customer Expectations<\/span><\/p>\n TROY, Mich.\u2013(BUSINESS WIRE)\u2013With customers saying their average auto repair cycle time has doubled in the past two years\u2014now topping 23 days\u2014and the average home repair cycle time increasing as well, insurers need to work harder than ever to manage customer expectations. According to the J.D. Power 2023 U.S. Claims Digital Experience Study,SM<\/sup> released today, digital communications channels have become the key to maintaining customer satisfaction throughout the claims process, but many insurers are still struggling to deliver a truly seamless digital experience. As a result, overall satisfaction is 854, down 3 points from 2022.<\/p>\n \n\u201cAcross all of our insurance claims experience studies, we find that the more insurers can do to manage expectations, keep customers updated and make it easy for them to manage the claims process without a lot of effort, the more satisfied customers become\u2014even when repair cycle times are longer than ever,\u201d said Mark Garrett, director of global insurance intelligence at J.D. Power<\/b>. \u201cCustomers have an expectation that using digital tools will create efficiencies in the process and keep them informed throughout their claim, but many insurers struggle to meet those expectations. Only 41% of customers \u2018completely agree\u2019 both expectations were met. Whether it is making the claim, submitting photos or communicating with claims staff, there are still bumps along the digital road. Notable, too, is that only 35% of customers said the estimation process was \u2018very easy.\u2019\u201d<\/p>\n \nFortunately, when these experiences go well satisfaction is very positively affected. Digital communications in the form of personalized text messages, status updates via mobile apps and guides to help reading estimates can dramatically improve that experience without significantly raising customer service costs for insurers. However, many customers still indicate they need to pick up the phone to track down a status update, often resulting in repeating information to a representative. This negatively affects the overall customer experience.<\/p>\n \nThe U.S. Claims Digital Experience Study, now in its fourth year, evaluates digital experiences among P&C insurance customers throughout the claims process. It examines the functional aspects of desktop, mobile web and mobile apps based on four factors: visual appeal; clarity of the information; navigation; and range of services. The study is conducted in collaboration with Corporate Insight, the leading provider of competitive intelligence and user experience research to the financial services and healthcare industries.<\/p>\n \n\u201cPerception is everything when customers are going through an insurance claim,\u201d said Michael Ellison, president of Corporate Insight.<\/b> \u201cIf it feels like the insurer is proactively managing the process and making it efficient and easy to communicate, customers come away with a very satisfying experience. Effective use of digital channels delivers that high touch, personalized experience and digital leaders are finding they can better manage customer engagement, increasing customer satisfaction and retention when they get the formula right.\u201d<\/p>\n \nFollowing are key findings of the 2023 study:<\/p>\n \nThe 2023 U.S. Claims Digital Experience Study is based on 3,184 evaluations by auto or home insurance customers who filed a claim in the past 12 months. The study was fielded from June through October 2023.<\/p>\n \nFor more on the U.S. Claims Digital Experience Study, visit<\/p>\n \nhttps:\/\/www.jdpower.com\/business\/insurance\/us-insurance-claims-digital-experience-study<\/a>.<\/p>\n \nSee the online press release at http:\/\/www.jdpower.com\/pr-id\/2023172<\/a>.<\/p>\n \nAbout J.D. Power<\/b><\/p>\n \nJ.D. Power<\/b> is a global leader in consumer insights, advisory services and data and analytics. A pioneer in the use of big data, artificial intelligence (AI) and algorithmic modeling capabilities to understand consumer behavior, J.D. Power has been delivering incisive industry intelligence on customer interactions with brands and products for more than 50 years. The world\u2019s leading businesses across major industries rely on J.D. Power to guide their customer-facing strategies.<\/p>\n \nJ.D. Power has offices in North America, Europe and Asia Pacific. To learn more about the company\u2019s business offerings, visit JDPower.com\/business<\/a>. The J.D. Power auto shopping tool can be found at JDPower.com<\/a>.<\/p>\n \nAbout Corporate Insight<\/b><\/p>\n \nCorporate Insight<\/b> delivers competitive intelligence, user experience research and consulting services to the nation\u2019s leading financial and health institutions. As the recognized industry leader in customer experience research since 1992, CI has been the trusted partner to corporations seeking to improve their digital capabilities and user experience. Their best-in-class research platform and unique approach of analyzing the actual customer experience helps corporations advance their competitive position in the marketplace. To learn more, visit http:\/\/www.corporateinsight.com<\/a>.<\/p>\n \nAbout J.D. Power and Advertising\/Promotional Rules:<\/b> www.jdpower.com\/business\/about-us\/press-release-info<\/a><\/p>\n Contacts<\/b> <\/p>\n \nMedia Relations Contacts<\/b><\/p>\n Geno Effler, J.D. Power; West Coast; 714-621-6224;\u00a0media.relations@jdpa.com<\/a><\/p>\n John Roderick; East Coast; 631-584-2200;\u00a0john@jroderick.com<\/a><\/p>\n<\/a>
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